NineCasino - Player faces repeated verification issue.

hello

ive been playing on nine casino for a very long time now, i got verified when i first started playing and have done many deposits and withdrawls since then. This month out of nowhere they asked me to re verify, i found it a little odd after being such an active player but i understand they have certain procedures so i re sent all the requested documents.

i sent in my proof of deposit (which is my monthly statement) and theyre rejecting it because they want a document that has to have my name, bank account number (or IBAN), transaction sum, receiver's name, transaction ID, and date. I explained to them that such document doesnt exist, in canada all our transactions are shown on a monthly statement and that candian banks dont do such documents that they ask for. Nonetheless i took time from my busy schedule to go to the bank and ask for this "supposed" document.

Like i explained to them the bank confirmed what i said, they told me all transactions are shown on a monthly statement, it doesnt get more official than that.

Im sure im not the only canadian player on their casino and im sure they know that such document doesnt exist, why are they doing this i dont know. The funny part in all this is that i was already verified and i sent the same monthly statement (at the time) that theyre not accepting now)

Please casinoguru help me sort out this situation

Dear mila20155,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the proof of deposit seems to be the only issue?
• Have you provided any other documents and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

hello

yes only the proof of deposit is the only issue, the rest have been approved

Thank you very much for your reply, mila20155. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

hello kristina

i emailed you the communication i had with the casino

Thank you very much, mila20155, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

thank you kristina

Hi mila20155,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear NineCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the reason for the additional verification? Have you received all the requested documents from the player except for the proof of deposit? Why the bank statement cannot be accepted for such a purpose?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello, dear all!

Thank you, mila20155, for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

We have carefully checked the documents that you have uploaded to your account and are pleased to inform you that your account has been successfully verified, and you can withdraw your winnings now.

If you have any other question, don't hesitate to contact us.

Best regards,

NineCasino Team.

Thank you for the updates, NineCasino!

Dear mila20155, could you please confirm the verification of your account? Let me know if you can now request a withdrawal of your winnings and if you need any further assistance.

hello

yes verification has been completed and they have paid my withdrawl

thank you casino guru

Dear mila20155,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru